Extending Information System Success Model with Customer Experience: A MOOC System Evaluation

Jinal Shah, Monica Khanna and Rahul Deshpande

Business Perspectives and Research, 2025, vol. 13, issue 2, 291-310

Abstract: An extension of the open education resource (OER) and open course ware (OCW) movement, massive open online courses (MOOCs) have changed the education landscape. MOOCs offer free courses from reputed universities to learners across the world. Despite immense popularity and universal adoption, very little is known about what constitutes MOOC success and effectiveness. The purpose of this study was to investigate the factors influencing MOOC success by developing a model named the learner satisfaction model for MOOCs (LSMM). The model was empirically tested through a cross-sectional research design. Primary data were collected using purposive sampling from 227 respondents in India. The partial least square structural equation modelling (PLS-SEM) technique was used for testing the hypothesized relationships. The outcomes demonstrated that MOOC system usage significantly influenced the user satisfaction of MOOC learners. Also, the learner experience positively influenced MOOC system usage and satisfaction. However, it was observed that system quality influenced satisfaction but did not impact usage, and information quality had no impact on system use and satisfaction. Although the study has limited generalizability, the findings will help the MOOC platform providers, facilitators, and other stakeholders to design and implement the MOOCs in such a way to enhance their success and effectiveness.

Keywords: Customer experience; information system success; learner experience; MOOC; DeLone and McLean model; satisfaction (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:sae:busper:v:13:y:2025:i:2:p:291-310

DOI: 10.1177/22785337221092836

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